The 2018 report, Magic Quadrant for the CRM Customer Engagement examines the global market for customer service and support applications. The report also covers a wide range of customer service applications for organizations with customer engagement centers (CECs), ranging from very small (fewer than 20 agents) through average size (50 agents) to very large, distributed centers (over 10,000 agents).

Freshworks has been added to this year’s Gartner Magic Quadrant for the third successive year. With a wide customer base of over 150000 organizations including names like DHL, Decathlon, Honda and more, businesses of all sizes trust Freshworks. Our suite of products cover the entire customer engagement spectrum from sales to support. As we grow and evolve, Freshworks will serve as a one stop solution for all the business needs.

2018 Magic Quadrant for CRM Customer

In its analysis of service providers operating in the customer engagement space, Freshworks has been recognized in the niche player quadrant again.

The report includes:

  • How Gartner views the current ecosystem of CEC technologies
  • Vendor capabilities for addressing the needs of today’s CECs
  • Considerations for businesses looking to implement CEC technologies
  • An in-depth analysis of strengths and cautions of Freshworks and other named vendors
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Gartner, Magic Quadrant for the CRM Customer Engagement Center, Michael Maoz, Brian Manusama, 16 May 2018